My reply to customer isn't reaching the customer's inbox

[Khoa Nguyen]

I have received a ticket request via email from my customer.  When I "reply to customer", the customer did not receive my reply.

[Joseph Chung Yin · Accepted solution]

@Khoa Nguyen -

Two things that you can check -

1) Ask your customer to determine if his/her email client app have filtering setup which the customer reply from your JSM project is filtered to a folder in the app, so instead of showing up in his/her inbox, it is actual filtered/stored in other areas in the app.  Secondly, if your customer's mail processing env has rejected emails coming from your JSM env.

2) Contact Atlassian Support (https://support.atlassian.com) for further assistance, so the support team can access the backend logs to determine if there were any failure/error on processing the customer reply notification to the targeted customers.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.